Job Summary and Mission
To contribute to Starbucks‟ success by providing legendary customer service to all customers. To create the Starbucks Experience for our customers by providing customers with prompt service, quality beverages and products, and maintaining a clean and comfortable store environment. This partner is responsible for acting in accordance with, and as an ambassador for Starbucks guiding principles, culture and values; embracing the coffee culture and keeping it at the heart of everything we do.
Key Responsibilities
Responsibilities include but are not limited to the following:
Creating the Third Place
Builds relationships and delivers legendary customer service by acting with a “customer comes first” attitude, engaging the customer in conversation, and connecting with them.
Discovers and responds to customers‟ needs and provides product sampling and demonstrations to deliver the Starbucks Experience to customers
Maintains a clean and organised workspace so that partners can locate resources and products as needed. Performs cleaning tasks to assist in the creation of “the third place”
Acts with integrity, honesty and knowledge that promotes the culture, values and mission of Starbucks. Maintains a calm exterior presence during periods of high volume or unusual events to maintain a clean and comfortable store environment
Anticipates customer and store needs by constantly evaluating environment and customers for cues. Communicates information to manager so that the team can respond as necessary to create the „Third Place‟ environment during each shift
Business Requirements
Provides quality beverages, whole bean, and food products consistently for all customers by adhering to all recipe and presentation standards. Follows health, safety and sanitation guidelines for all products
Follows Starbucks operational policies and procedures, including those for cash handling, security and health and safety to ensure the safety of self, customers and partners at all times
Presents oneself professionally to ensure adherence to health and safety rules and quality store operations standards
Teamwork
Contributes to store goals for increasing sales and improving profits e.g. by actively up selling
Assists with new partner training by positively reinforcing successful performance and giving respectful and encouraging coaching as needed
Maintains regular and consistent attendance and punctuality
Decision Making Parameters
Resolves minor customer complaints and can give a service recovery voucher to customers as and when thinks it is necessary. Refers serious complaints to Store Manager/supervisor.
Determines jobs that are priorities, although this can be overturned by Store Manager/supervisor.
Refers people from outside authorities e.g. police, environmental health officer to Store Manager.
Special Conditions
The role involves a lot of standing/moving on one‟s feet for the majority of the day. Works in an environment that serves hot beverages and therefore it can get very warm behind the espresso bar – especially in the summer months
Experience
Ideally 3 month‟s customer service experience.
Core Competencies
Customer Focus
Ethics and Integrity
Personal Learning
Interpersonal Savvy Composure
Decision Making
Dealing with Ambiguity
Results Oriented